Why your e-mail is not sending or receiving

E-mail··· 1,183 views· 4 min read

Before anything else, one test tells you where the problem is: sign in to webmail and try sending from there.

If webmail works but your app doesn't

The mailbox is fine - the problem is in the app's settings. Almost always one of these three:

1 Wrong password - the mailbox password is not your cPanel or portal password. Reset it in cPanel → Email Accounts → Manage.
2 Wrong ports - must be IMAP 993 and SMTP 465, both with SSL/TLS. See the setup guides for your app.
3 Username incomplete - it has to be the full address (you@yourdomain.com), not just the part before the @.

If webmail doesn't work either

1 Check the password by resetting it in cPanel - then try webmail again.
2 Check the mailbox isn't full. In cPanel → Email Accounts, a mailbox at 100% of its quota stops receiving. Delete old mail or raise the quota.
3 Check your IP isn't blocked - too many failed logins block your address. See how to unblock your IP address.

Sending works, receiving doesn't

This is almost always DNS: the domain's MX records aren't pointing here. If you recently changed nameservers or use an external DNS provider, the mail is being delivered somewhere else. Check with how to check a domain's DNS.

Your messages arrive in the recipient's spam folder

1 Send from the real address of the domain, not a forwarded or spoofed one.
2 Avoid sending the same message to large lists from a normal mailbox - that is what triggers spam filters.
3 If it persists, open a ticket: we can check whether the domain or the server IP is on a blocklist.
Recently changed the DNS? Give it time before assuming a fault - see how long DNS changes take. During that window, some mail may still be delivered to the old server.

Tried all this and it still fails? Tell us the exact error message.

Open a support ticket

SEE ALSO

If messages leave but land in the recipient's spam: SPF, DKIM and DMARC: why your e-mail lands in spam.

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